john Sarwat attallah
Service Delivery Manager at Xerox Egypt
Cairo, EgyptWork Experience
Service Delivery ManagerFull Time
Xerox Egypt
Jan 2011 - Present -14 yrs, 6 months
Egypt , Cairo
- Job Details:The scope of this role is the responsibility for the delivery of service for large national clients; has responsibility for annual post sales revenue/gross profit plan equal $2M from the contracted services. The role has leadership responsibilities, in a matrixed virtual team environment. Delivering operational excellence and building client relationships/Client Retention, joint account partnership with Sales, partner management
Customer Satisfaction Coordinator Full Time
Xerox Egypt
Apr 2008 - Jan 2011 -2 yrs, 9 months
Egypt , Cairo
- Job Details:The scope of this role was to deploy Xerox objective to focus on achieving high level of customer business relationships across all Xerox operations; GDO operations; Strategic Accounts Operation; Finance; Authorized re-sellers and Authorized services providers
Education
MBA in General Management
Arab Academy for Science, Technology and Maritime Transport (AAST)Jan 2008 - Jan 2011 - 3 yr
Achievements
-Managing a business portfolio of strategic accounts within Banking, telecommunication, Education, IT and FMCG sectors with annual contracted services exceeding 1 M $ in revenue, considering profit margins. -Supporting the strategic sales function of the existing mega accounts via generating needs and identifying gaps within the account through customer communication, C level engagement during periodical operational and business reviews. -Monitoring, controlling and enhancing profitable contracts of Xerox strategic accounts via maintaining healthy cost structure driven by continuous management to Xerox vendors and sub-contractors business agreements. -Setting projects deployment plans for newly acquired strategic accounts, coordinating between customer and Xerox regarding selecting work force, contractual provisions, statement of work, security measures and contingency plans.
Skills
- Relationship Management
- P&L
- Service Improvement Planning
- Account Management
- Third Party Management
- Human Resource Management (HRM)
- Forecasting and Planning
- Project Implementation
- Microsoft Office
- People Management
Languages
English
Advanced
Training & Certifications
Stepping up to Management Program
Harvard - Xerox·2017Global Service Delivery Model
Xerox Romania ·2014High Impact Presentations
Dale Carnege Traning ·2014Lean Six Sigma Yellow belt
Xerox Egypt·2009Customer Retention and Satisfaction
American Chamber of Commerce in Egypt·2009